CSM Manager
2 weeks ago
Job Description Customer Success Manager
London | AI - Machine Learning - Automation SaaS startup
I am looking for an experienced Customer Success Manager to work with some of the largest and most complex customers to help them successfully embed some super sexy tech into the innovative and world-leading AI applications that they are building.
You will be their number two, coming in to a very new team helping build processes, establish the the overall CS function as well as help shape the the future structure.
Working closely with the Sales, Growth and Engineering teams, and reporting directly to the co-founders, the ideal individual is someone with a track record of making customers successful with complex technology while consistently meeting and over achieving targets.
AI, Automation, Video, Camera Vision, Machine Learning / Vision would be the kind of tech you would be working with or a history of speaking with developers around need would be very beneficial.
3+ years working in enterprise customer success, account management, professional consulting, professional services for a SaaS company, or similar. Perhaps looking after between 20-80 accounts overall.
~ A passion for helping solve customer problems.
~ Excellent communication and interpersonal skills, with attention to detail
~ Have a passion for startups, digital transformation and AI and machine learning.
As our Customer Success Manager
You will be responsible for owning the full customer journey and life-cycle post sales and ensuring customers gain maximum value from the software in every aspect of their day to day operations. You will love to be logical and methodical in your approach to the customer success mission, able to manage accounts to drive product intimacy, identify additional revenue opportunities, minimise churn and drive customer satisfaction.
Customer Facing Experience - You have extensive customer facing experience, especially with Enterprise customers
Effective Change Management - Be able to assess customer's change management needs, provide guidance and support. Able to co-design and implement activities and initiatives aimed at change management facilitation. Superior Project Management - Be able to identify, initiate, and drive project initiatives against defined success criteria.
Familiar and comfortable in discussing business performance against key business goals and kpis. Be able to Identify behavioural industry trends and pro-actively share tips and tutorials on how customers can adapt software to address trends using media content that will reach global audience (webinars etc)
Runs process mapping in such a way to get the most out of it - can easily identify adoption or growth opportunities, as well as risks.
Herdsearch is a RESUH Brand, leading Partnership Consultants working with multiple start-ups and established product teams for scale and leadership.
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